Universal Banker

-Job description**Some careers open more doors than others.**

If you’re looking for a career that will unlock new opportunities, join HSBC and experience the possibilities. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

**Wealth and Personal Banking (WPB)**is our new global business combining Retail Banking and Wealth Management; and Global Private Banking, to become one of the world’s largest global wealth managers with USD1.4 trillion in assets. Across Asia, where wealth pools are growing faster than in any other region, HSBC’s wealth revenues grew 12% in 2019 (year-on-year) to USD5.7 billion. Our dedicated colleagues serve millions of customers worldwide across the entire spectrum of private wealth, ranging from personal banking individuals and families, through to business owners, investors and ultra-high-net-worth individuals. We provide products and services such as bank accounts, credit cards, personal loans and mortgages, as well as asset management, insurance, wealth management and private banking that best suit our customers’ needs.

**Role Purpose**

In line with the TCF principles the organization has changed its approach from mere transaction processing outlets to need based sales. The PSE would be responsible for implementing TCF principles in his day to day dealing with the customers. The major function of this role is to ensure effective delivery of branch customer interface functions in the front office and teller areas in order to achieve a high level of customer satisfaction along with operational efficiency.

**Impact on the Business / Function**
- Contributes to improving productivity in the branch
- Branch hygiene standards
- Maintain good inter-personnel relationship across the branch staff
- By ensuring that all posters and any other promotional material are correctly and neatly displayed and latest brochures are always available. Ensure that the banking hall and ATMs are always clean

**Customers / Stakeholders**
- Ensure positive customer experience and manage complaints / escalations
- Through effective service delivery, which would include prompt reply to customer queries and complaints, identifying and implementing initiatives to reduce customer waiting time, monitoring customer service scores on an ongoing basis and driving improvements in these scores
- Ensure that customer complaints are handled within defined TATs, and all staff is sensitised to proactively manage customer service issues
- Dockable complaints should be kept within acceptable benchmarks
- Maintain a requisite level of customer interaction by undertaking field visits with sales personnel

**Leadership & Teamwork**
- Establish mutual respect and trust in dealing with others
- work as a team
- Effective communication by regular discussions and feedback

**Operational Effectiveness & Control**
- Adherence to overall operational standards set by the bank
- To ensure all operations are carried out as per the laid down process
- By maintaining control over on various customer deliverables (Mention the deliverables managed)
- By implementing audit recommendations to ensure satisfactory compliance ratings/scores
- By supervising on going compliance with audit recommendations and adherence to procedures laid down by BIM/HHO/INM/RBI and other regulatory bodies
- Ensuring that the functions / responsibilities mandated as per the BMLCO guidelines are executed
- Maintain and observe HSBC internal control standards, implement and observe group compliance policy, including timely implementation of recommendation made by internal /external auditor and external regulators.
- Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.
- Comply with the applicable laws, regulations, Group and local guidelines related to Sanctions and AML policy of HSBC while undertaking various day to day operations
- Remain alert and promptly report to the Sanctions Officer/ INM FCC office/ Line manager ( As applicable and required by the AML and sanction Policy) if a customer is found to be engaging in sanction evasion activities or violations of AML policy or any other related procedures.
- Understand the legal responsibility to be vigilant for unusual activity and reporting of the unusual activities
- Support the Country or Regional FCC AML Office/ AML Investigations by providing additional information when required
- Responsible for attending and successfully completing the AML and Sanctions related assigned training in the mandated timeframe
- Understanding the consequences of failing to attend or successfully complete the training as mandated by the AML Education Lead FCC;
- Requesting additional AML training that you deem necessary or appropriate to